PHU HOANG TA
Austin,TX
Summary
MBA Candidate for 2025. Driven Claims Onboarding Coach, former Managed Repair Representative, Senior Claims Adjuster, and Team Mentor with proven track record of developing new file owners, adaptability to change, and ability to take on high claim volume, resolve escalations while exceeding company's metrics and goals. Strong organizational and communication traits. Collaborate with Damage Group - PEG / MRRs and SIU on escalations, damage investigation, and supplements.
Overview
5
5
years of professional experience
Work History
Claims Onboarding Coach
Progressive Insurance
01.2024 - Current
- Primarily participates in the on-board training for Claims new hires, providing hands-on coaching to Claims new hires in the practical application of principles, policies, and practices taught in the formal Claims training classes.
- Answers questions regarding coverage, liability, rental management, method of inspection/method of repair (MOI/MOR), claims systems software, including PD Suite and ClaimPro, and customer service standards.
- As needed, performs quality audits of new hires' performance.
- Provides feedback to supervisors regarding new hires' performance.
- May participate or assist in business unit process improvements.
- Occasional travel (may be more frequent depending on location and/or business need).
- Able to work assigned schedule subject to Progressive's flexible schedule policies and practices.
Managed Repair Representative
Progressive Insurance
01.2022 - 12.2023
- Inspects vehicles and writes estimates in an accurate and timely manner, or may review the accuracy of estimates already written, appropriately documents claim related information, and makes decisions consistent with claims standards and local laws
- Proactively provides customers with information about the repair process and updates regarding the repair of their vehicle, or if the vehicle is not repairable may provide valuation information
- Developed and maintains great relationships with vendors, including shop owners, managers and technicians, and salvage yard employees
- Completed estimates, updates PD Suite and meets productivity goals in an appropriate and timely manner
Senior Claims Adjuster and Team Mentor
Progressive Insurance
04.2019 - 12.2021
- Promoted to Mentor within 6 months and developed new file owners on company's standards to provide excellent claims handling and becoming leaders
- Top Performer handling over 60 claims weekly while exceeding DRG's expectations
- Assisted PEG and MRR Group with escalations and supplements
- Coordinated with local body shops to assign repair jobs and obtain rental vehicles for customers for duration of restoration process.
- Resolved escalation calls for mentees, team members, and managers
Education
MBA - Management
Concordia University At Austin
Austin, TX2025
Bachelor of Arts - Sociology and Nutrition
University Of Texas
Austin, TX2014
Skills
- Adept in using ClaimPro and PD to drive company's results
- Adaptability
- Employee development
- Decision-Making
- Metric and Data Analysis for tracking results
- Fluent in Spanish and Vietnamese
Accomplishments
- Won MRR Aprons' Award in November 2023
- Won MRR Apron's Award in April 2022
- Won Top Performer Award for Customer Service in a department of over 50 claims representatives
- Won Rising Star Achievement in Claims Handling within 3 months with Progressive
- Won Award for ability to handle and resolve over 50 escalation calls
- Nominated to become Team Mentor within 6 months
- Won Customer Service Recognition 3 times for effectively handling escalations with customers
- Successful Track Record of Leadership and Management
- Achieved lowest inventory in claims within the department through effective claims handling and training others to do so
- Mentored and developed over 6 employees into being promoted
Timeline
Claims Onboarding Coach
Progressive Insurance
01.2024 - Current
Managed Repair Representative
Progressive Insurance
01.2022 - 12.2023
Senior Claims Adjuster and Team Mentor
Progressive Insurance
04.2019 - 12.2021
MBA - Management
Concordia University At Austin
Bachelor of Arts - Sociology and Nutrition
University Of Texas
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